LaKenya Brown
Detroit,MI
Summary
Diligent Account Resolution Specialist successful at operating in demanding, high-volume environments. Proficient in research, claims issues and setting up remittance plans. History of consistently meeting or exceeding all performance and service objectives. Knowledgeable about monitoring accounts, conducting investigations and documenting actions. Hardworking and diligent professional well-versed in effective account resolution techniques. Experienced team player adept at account reviews, customer service and solution management. Positive and upbeat individual skilled in relationship-building and customer retention.
Overview
16
16
years of professional experience
2
2
Certification
Work History
Account Resolution Specialist
Rocket Mortgage
10.2021 - 06.2023
- Monitored aging accounts and reached out to customers to discuss payments.
- Completed in-depth research to investigate claims and resolve problems.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Documented all actions performed and interactions with customers.
- Assessed individual situations and developed effective and appropriate resolutions.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing and other techniques to locate debtors.
- Negotiated to collect balance in full.
- Maintained high volume of calls and met demands of busy and productive group.
- Researched accounts and completed due diligence to resolve collection problems.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Problem Manager
Care Tech Soulutions
10.2018 - 06.2021
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Increased customer satisfaction ratings to [Number]%.
- Developed and implemented training initiatives for new hires.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Professional
Olive Garden
06.2012 - 10.2018
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Observed packing operations to verify conformance to specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Paraprofessional Educator
Educational Partnerships
09.2017 - 02.2018
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Applied specialized teaching techniques to reinforce social and communication skills.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Oversaw groups of students at school and off-site locations, maintaining optimal safety, and security.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Delivered curriculum in both one-on-one lessons and group learning environments.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Reported on student progress, behavior, and social skills to parents.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
Long-Term Substitute Teacher
Professional Educational Services Group LLC.
10.2013 - 06.2017
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Taught diverse subjects for grades K-8, successfully delivering seamless teaching in absence of regular teacher.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Organized lesson plans using teaching software for long-term interim assignments.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Communicated with parents regarding lesson plans and upcoming activities and provided feedback on student performance.
- Adapted lesson plans and student activities to meet needs of students with special learning needs.
- Monitored student progress and provided feedback to students, parents and school administrators.
Education
No Degree - Information Technology
Global Information Technology
Southfield, MI05.2018
No Degree - Women in Manufacturing And Technology Program
Focus Hope (WIMtech)
Detroit, MI05.2017
Bachelor of Science - Computer Science
Philander Smith College
Little Rock, AR05.2007
Skills
- Information gathering
- Integrity checks
- Documentation abilities
- Call center experience
- History research
- Collections
- Goals and performance
- Operations management
- End user support
- Technical issues analysis
- TCP/IP
- MS Office
- Active Listening
- Software Proficiency In various POS systems
- Desktop support
- New hire training
- Technical documents comprehension
- Background in
Certification
- Business Professional, CBP - 2018
- Excel, Microsoft Certification - 2018
Timeline
Account Resolution Specialist
Rocket Mortgage
10.2021 - 06.2023
Problem Manager
Care Tech Soulutions
10.2018 - 06.2021
Paraprofessional Educator
Educational Partnerships
09.2017 - 02.2018
Long-Term Substitute Teacher
Professional Educational Services Group LLC.
10.2013 - 06.2017
Service Professional
Olive Garden
06.2012 - 10.2018
No Degree - Information Technology
Global Information Technology
No Degree - Women in Manufacturing And Technology Program
Focus Hope (WIMtech)
Bachelor of Science - Computer Science
Philander Smith College
- Business Professional, CBP - 2018
- Excel, Microsoft Certification - 2018
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